WOPs - Quality Assurance Auditor

📍 Where? Anywhere in the world — this is a 100% remote position.

About the Role:

Worker Operations is the team that owns end-to-end operations and support for the supply-side (the workers) of our marketplace. We are over 300 team members who serve the 60,000+ (and growing) active professionals on our platform. As a Quality Assurance (QA) Auditor, your role is to protect the frontline experience by identifying where our systems, support, or people fall short—and ensuring we fix it fast. 

Your core responsibility is to uphold and improve quality across Worker Operations. You do this by reviewing tickets, phone calls, and chat transcripts for compliance, tone, and operational accuracy. You’re rigorous in your assessments, clear in your documentation, and able to spot trends that others miss. You provide direct, actionable feedback to agents and team leads, escalate major misses or process gaps, and help build the quality standards that drive better outcomes for our workers.

You’re not afraid to say, “This isn’t good enough,” and back it up with data. You coach clearly, write cleanly, and drive systems-level improvements that raise the bar across the team.

Day-to-Day Responsibilities:

• Audit agent interactions (calls, tickets, chats) against QA rubrics with precision and consistency

• Identify quality gaps, tone mismatches, and compliance misses—and surface patterns to relevant team leads

• Partner with Support Team Leads and Quality Leads to deliver structured feedback, align on quality standards, and support agent development

• Deliver written quality reviews and coaching notes that are clear, actionable, and aligned with our standards

• Contribute to the ongoing improvement of QA scorecards and audit processes

• Track team-wide and individual audit results, flagging repeat issues and process breakdowns

• Help QA Leads with calibration sessions to ensure scoring consistency across the team

• Monitor agent improvement plans and provide updates on progress or ongoing misses

• Act as a quality gatekeeper—no interaction goes out without passing the bar

Profile Must Haves:

• +2 years of quality assurance experience – You’ve done audits before, delivered structured feedback, and held teams accountable to high standards

• +2 years of customer service or support experience – You understand what excellence looks like on the frontlines

• Sharp attention to detail – You spot what others miss and document it clearly

• Structured thinker, strong communicator – You give clean feedback and explain exactly why something needs to change

• Resilient under pressure – You can audit, document, and follow up—without losing momentum during busy periods

• Process-driven – You believe quality isn’t just about coaching people, but fixing broken systems

• Customer-centric mindset – You evaluate everything through the lens of worker experience and satisfaction

• Comfortable using tools – You can navigate Zendesk, Metabase, or similar platforms with ease

System Requirements:

• Minimum 15Mbps wired internet connection

• Minimum i5 processor or equivalent

• Minimum 12GB RAM

• Quiet working environment

• Steady power and internet connection

We operate 24/7 and follow a rotating roster. The expectation is that individuals should be able to work overlapping hours with EST/PST time zones and be available for weekend shifts if needed.